Facilitate Knowledge Transfer in Online Communitieshttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspxI'm often asked how products teams can best participate in their online communities. It would be simple to say "go talk to customers" and be done with it, but you can have a more targeted approach than that.
They key to successful support communitiesen-USTelligent Evolution Platform Developer Build (Build: 5.6.50428.7875)9 Challenges to Making Product Support Transparenthttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#2091575Thu, 12 Apr 2007 00:27:46 GMT91d46819-8472-40ad-a661-2c78acb4018c:2091575scooblog by josh ledgard<p>Your customers have greatly evolved since the previous internet bubble, while most company’s customer</p>
<img src="http://blogs.msdn.com/aggbug.aspx?PostID=2091575" width="1" height="1">Customer Support in Communities; From 0 to 761 in a Yearhttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#2010255Mon, 02 Apr 2007 09:55:20 GMT91d46819-8472-40ad-a661-2c78acb4018c:2010255scooblog by josh ledgard<p>Last week 761 developer customer questions were answered in our online communities by members of our</p>
<img src="http://blogs.msdn.com/aggbug.aspx?PostID=2010255" width="1" height="1">Community: Fostering the transfer of Knowledgehttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#1994444Fri, 30 Mar 2007 18:38:43 GMT91d46819-8472-40ad-a661-2c78acb4018c:1994444A CRM Riff<p>I just read Josh Ledgard's &quot; Facilitate Knowledge Transfer in Online Communities &quot; and had to share it</p>
<img src="http://blogs.msdn.com/aggbug.aspx?PostID=1994444" width="1" height="1">Community: Fostering the transfer of Knowledgehttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#1994379Fri, 30 Mar 2007 18:32:49 GMT91d46819-8472-40ad-a661-2c78acb4018c:1994379Microsoft Dynamics CRM Team Blog<p>I just read Josh Ledgard's &quot; Facilitate Knowledge Transfer in Online Communities &quot; and had to share it</p>
<img src="http://blogs.msdn.com/aggbug.aspx?PostID=1994379" width="1" height="1">Community Facilitates Knowledge Transferhttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#1970053Wed, 28 Mar 2007 04:28:24 GMT91d46819-8472-40ad-a661-2c78acb4018c:1970053Rob Caron<p>Back in August 2005, I wrote a blog post in which I tried to answer the question, What is Community?</p>
<img src="http://blogs.msdn.com/aggbug.aspx?PostID=1970053" width="1" height="1">re: Facilitate Knowledge Transfer in Online Communitieshttp://blogs.msdn.com/b/jledgard/archive/2007/03/22/facilitate-knowledge-transfer-in-online-communities.aspx#1934152Fri, 23 Mar 2007 04:30:36 GMT91d46819-8472-40ad-a661-2c78acb4018c:1934152Norman Diamond<p>In the ancient history of computers there was a phrase &quot;RTFM&quot;.</p>
<p>Suppose, when problems are found for which answers should have been found in MSDN, MSDN would be fixed. &nbsp;Then in the future, it would become appropriate to say something like this very often: &nbsp;&quot;RTFM. &nbsp;TFM has been fixed.&quot;</p>
<p>In my experience MSDN has been around 75% accurate. &nbsp;It is a help but not enough. &nbsp;Unfortunately we've seen reasons why it remains around 75% accurate instead of becoming 99% accurate. &nbsp;This attitude needs to be changed. &nbsp;When 6 bugs are reported in 1 MSDN page, don't blow it off with an assertion that the customer acquired <a rel="nofollow" target="_new" href="http://msdn.microsoft.com/library">http://msdn.microsoft.com/library</a> outside of North America, therefore it differs vastly from the North American version of <a rel="nofollow" target="_new" href="http://msdn.microsoft.com/library">http://msdn.microsoft.com/library</a>, therefore the customer should pay a support fee to Microsoft Japan in order to report the bugs. &nbsp;And even though Microsoft was polite enough to extend one conversation long enough to repeat that assertion twice in one conversation, politeness isn't enough, the contents need to stop including technical garbage and MSDN needs to be fixed.</p><div style="clear:both;"></div><img src="http://blogs.msdn.com/aggbug.aspx?PostID=1934152" width="1" height="1">